Complaint #76 Zodiac Casino

Waiting almost two weeks to resolve on reported mistake with e-check transaction

By tracy1978

8 years ago

Below is the email I submitted to casino risk management after being directed to by chat . Its been 12 days with nothing .
I have no response, my account is locked, the phone number provided does nothing but direct you to chat. Chat directs me to email, email never responds :(

, my user name is
tracy
Username: *******
Casino: Zodiac Casino

I was asking chat help for withdrawing my winningsof $169 and as i went through the steps for an echeck I did it as a deposit instead of withdrawel. She sad to contact you to cancel the deposit as it was in error and then she said chat can help me my orignal wihdrawel.

I HAVE NOT TOUCHED OR PLAYED A GAME SINCE THIS PER CHAT PERSONS REQUEST

here is my conversation with chat tonight

Tracy
i went to withdraw my money via an echeck and did a deposit insteaD CAN YOU PLEASE REVERSE AND CORECT IT10:15 PM
i did not realize i hit the echeck and filled it out for a deposit instead of a withdrawel
Hannah
I’m just going to pull up your account details. Give me a moment to see what I can do.
Tracy
ok i just tred to withdraw my winnings of 169 and did it as a deposit
Hannah
Ok, thank you please wait just a moment and make sure not to play any games.
Tracy
not doing anything lol and thanks
Hannah
Thank you for waiting Tracey Ill just be a few more minutes
Tracy
ok thanks
Hannah
Thank you for your patience. You will need to contact our Risk Management Department for a refund via email at riskmanagement@casinorewards.com In the mean time be sure not to play with the funds or we won't be able to refund the money
Tracy
well what do i tell them
and why couldnt you fix this issue
this is money i can not have taken out of my account can they resolve this asap
Hannah
Just tell them that you deposited the money by mistake and they can issue you a refund.

Disputed Casino Zodiac Casino

Reason Delayed payment

Amount $169

Discussion

AskGamblers

• Support Team

8 years ago

AskGamblers Complaints Team is awaiting Zodiac Casino team to provide the required information.

AskGamblers

• Support Team

8 years ago

Dear @tracy1978,

Please confirm if the issue has been resolved.

Zodiac Casino

• Representative

8 years ago

Hi Tracy

When depositing with echeck, the funds do not physically get to us for as long as a week or more after the deposit. For that reason, we have to wait until the funds clear before any withdrawals can be made against those deposits. Regardless that this was a mistake on your part where you deposited instead of withdrew, we still needed to wait as we can't cancel that transaction.

After looking through your account, risk management found that you have duplicate accounts at the casino which is against the T&Cs. Your withdraw was confiscated. They have emailed you saying they can refund your initial deposit, however they will need you to send them a voided cheque in order to refund it back to your account.

Once you reply to their email with their requested items, it will be processed.

Cheers

Zodiac Casino Complaint Stats

Resolved 19 / 21

Avg. Amount $800

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Zodiac Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 13 out of 14 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

Zodiac Casino Complaints

See all complaints for this casino

Not paid out the second payment I am owed

Originally won 10,000 withdrew 10,000 that was approximately 6 weeks ago since then have jumped through every hoop they wanted me to and in the end they said don't we can they can only pay me out in 4,000 increments every Friday finally receive the first one but then the second one has not shown and I can't get hold of them and their ghosting me

Rejected

Not responding to my emails

The casino has restricted the account. Since May 23, I can only log in and I can 't play. I sent all the documents. They respond twice a month. Since August 4, they do not respond to emails in the chat, they do not solve anything.

I had a balance of $230, but the balance disappeared somewhere? The score is zero. I don't understand why it can take so long and when they unlock and return $230 to the casino balance.

Rejected

$230

My withdrawal disappeared

Hi. I won 4000£ on zodiac casino and withdrawn it to PayPal but suddenly my account after verification got reset and I don’t see any transactions. My loyalty rewards are gone as well. I’ve wagered entire amount needed in order to withdraw winnings. I have screenshot from withdrawal and bank statement from deposit.

Resolved

£4,000

Casino forgot me

Zodiac casino has told me repeatedly that I don’t have a valid email and I ain’t using a matching email, although this is the same email I always use, so know they won’t pay me my 260$ withdrawal that they owe me.

They continue to ignore my emails and have erased many emails from them up to March of 2022 and I have played this casino many times before as well.

Here are the attached files of the withdrawal they didn’t pay me

Rejected

$260

Delayed payment for more than 77 hours

I have a withdrawal of 1099.60 in pending since 77 hours.

As per their term, it's supposed to be in pending for 48 hours. It was supposed to be released yesterday, but the amount is still in my account.

I try to reach support and all they can say is It will be send tomorrow. They can't tell me when exactly and why they didn't send it yesterday.

My complain here is that the 48 hours pending is long enough, now 95+ hours in pending is unacceptable and we all know why they do that "pending" period.

I will have to wait all week-end and more when I should have received it yesterday.

Support won't help me other than saying tomorrow.

Resolved

$1,100

Won't pay what is mine

I had been playing for a couple of weeks with no problems. I had €0.00bonus cash and €20443.76 in cash balance so I decided to withdraw it, that was ok I sent all the I'd documents they asked for, they even got back to me saying "with a large amount they will pay €4000.00 a week" witch I didn't mind to much. So from pushing withdrawal, & getting together & sending all the documents & I'ds they asked for & them saying what they could pay a week it all took about 7days. Then I noticed I couldn't even get into my account to keep playing. I went through live chat they found my account but keeped on say the same thing & sending me to Risk Management through email. Every time I email then they said the same couple of words &that was it I ask them to ring me but they didn't. What should I do.

Rejected

€20,444

Encouraged to deposit, withdrawal not paid

I played the slots with Zodiac Casino and maganaged to win £3,500. I went to withdrew my money on 24th April 2019 and still have not received my money- despite providing all 6 of the documents that Zodiac have slowly requested from me over 14 days.

Zodiac have still been encouraging me to gamble via email and accepting my deposits.

I strongly think that Zodiac do not have the funds to pay me.

Zodiac emailed me on 29 April saying that in order to process my withdrawal I needed to send my:

Utility bill

Driving licence

Front and back of card.

I sent all the requested documents. However Zodiac still did not process my withdrawal; and 7 days later they asked for my bank statement, and bizarrely a picture of my ID next to the computer with my Zodiac signed in.

I duly provided this and have still not received my money.

Please asssist me with this Ask Gambler.

Regards,

< Full name removed >

Resolved

£3,500

Payment delayed, risk management team is yet to comeback after a week of waiting

Hi, I went on winning 400usd however when I initiated the withdrawal casino asked to confirm the identity and requested to send the documents via email. I submitted the documents last Wednesday, after a day I went back to live chat they informed it's pending with risk management team and I followed up couple of times with risk team and in live chat but til date I haven't received any response. Could you please help me on my withdrawal process.

Resolved

$400

£3000 winnings voided and confiscated

basically i have played online casinos for many years on and off . small amounts here and there. in the past when receiving welcome bonuses i might have created duplicate accounts at the same casino. which i did with zodiac. last tuesday i received a call from zodiac telling me i had won the daily internal lottery and my account had been credited with a bonus of £120 to play and win. that evening i went home and started playing the casino with my bonus. after a few hours i had won over £3000 after checking that i had done the play through i decided to withdraw £3000. which i did. next day i get an email to say my winnings are being processed. yesterday (tuesday) i noticed that the withdraw was still pending taking it into three business days so i spoke to the online chat who told me i would have to email risk management. which i did only to be told by annabelle that the winnings were voided and confiscated because i had multiple accounts open. go back to last october i had a similar thing where i won £400. same thing happened. After speaking to annabelle via email and her explaining that i could only have one account she agreed to pay out the £400 as long as i stuck to just the one account. And as i explained to her now that i knew this i would do just that. And I did. everything was fine. I got paid out and if i went back on to zodiac i would use the same account. now I've won money again the same excuse has come up not to pay. this is not justified as we spoke at the time and i have not been using multiple accounts just the one we agreed on, if anything they should have closed down any other accounts at the time as they are not used. also now they have locked my account. i have done nothing wrong. i have stayed within the guidelines i only played last thursday because of the phone call from their promotions team. i should not be vilified for this and the that payment should be made to me. please advise i do have a copy of the email form last october if you want to see it. regards graham